Command Centre Lead: Real-Time CX & Ops

RAKBANK; Ras Al Khaimah; On-site; AED 279,000 - 446,000; Full time

Job summary

RAKBANK is seeking a Team Leader for the Contact Centre in the UAE to oversee real-time operational performance across customer service channels. You will coordinate incident management, workforce planning, and executive communications to ensure service levels and customer experience meet targets.

The role requires driving continuous improvement, governance, and preparedness across channels, with collaboration across Operations, IT, Digital, Product, and Support teams.

Qualifications

• 5–7 years in contact centre operations or command centre roles.
• Experience with incident management and real-time monitoring.
• Ability to lead cross-functional coordination during outages.

Responsibilities

• Monitor and manage real-time performance across all contact channels.
• Drive SLA adherence, customer experience, and productivity targets.
• Lead incident management, business continuity, and service recovery.
• Coordinate with Operations, IT, Digital, Product, and Support teams.
• Provide executive updates on performance, risks, and escalations.
• Develop and maintain operational playbooks and incident procedures.

Skills

Real-time operations monitoring

Stakeholder communication

Incident management

Data analysis

Leadership / mentoring

Education

Bachelor's degree in Business or related field

Tools

Genesys Cloud/Engage

NICE IEX / Verint / Aspect

Excel / Power BI

ACD / IVR / queue management

Job description

RAKBANK is seeking a Team Leader for the Contact Centre in the UAE to oversee real-time operational performance across customer service channels. You will coordinate incident management, workforce planning, and executive communications to ensure service levels and customer experience meet targets.

The role requires driving continuous improvement, governance, and preparedness across channels, with collaboration across Operations, IT, Digital, Product, and Support teams.